ComplaintsforIntegrity Auto & Truck Repair

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our **** flex to Integrity Auto repair in September of 2023. We knew we had a water pump leak due to car overheating and because at one point a load of coolant came out of the car. Integrity told me that there was no water pump issue. They said they refilled the coolant and also added a chemical that would seal up any tiny holes that might be in the radiator hose. Less than a week later our car broke down on the busiest road in our city. We had it towed to another auto repair shop and they told us it was 100% the water pump. They also told me that the way our Flex was built, if the water pump went bad, the coolant would go into the oil reservoir, thus going through the engine. That meant the chemical they put in to seal the holes was now in my engine. The new repair place fixed the water pump, which was about a $2000 fix. They were hoping that the damage wasn't more significant. However, once they started the car up again, it was clear that the engine was ruined. Now, we are looking at a $5000 repair bill. Integrity offered to cover half of the cost, but it would cost well over the quote from the other business, and they also told us that, what was a 3 day job to all other repair shops was going to take them about a month. We need help. That car is used to transport my daughter back and forth to childrens hospital for treatment. They 100% owe us the replacement. I can ****** the water pump and it states clearly how it is connected to the oil reservoir. They should have know that adding that chemical would seize up our engine.

  Business response

  05/21/2024

  We only presure tested her system and couldnot find any leaks .i felt bad for the lady and told her we would fix it for half price .i have not heard any thing from her in months

  Customer response

  05/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21737427
  
  I am rejecting this response because: I have the paperwork and bill where it clearly charges me for the fluid injected in my vehicle. I also have my original water pump and testimony from others about the damage done to motor due to leaving bad water pump and chemicals placed in vwhicle.
  
  Regards,
  
  *******************************

  Business response

  05/29/2024

  We did not find a leak .

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my vehicle broke down in february of this year with a transmission issue. I took it to integrity to have it fixed. my husband who is co-owner of the 2009 nissan murano, white in color was told to sign an estimate so as the new transmission could be ordered and paid for. *** at integrity said that it would only take about two weeks to complete the repair and we are now going on month four without the repair and the vehicle still sitting in the same spot as it was when we dropped it off and it has a flat tire. We have been in constant contact with *** at integrity and he keeps giving us different dates that the vehicle will be ready the last date given was today june 2, 2023. I have contacted our warranty people at AUL and they have said there isn't anything they can do as they have already paid for the repairs to be done. Furthermore i have contacted an attorney that wants a 2500 dollar retainer to take on my case against integrity which we cannot afford. The attorney stated that it would cost more to take legal action than it would be to just fix the vehicle. We just simply cannot afford the cost of the attorney. This is not right and I would like to have integrity to fix the vehicle and adjust the amount they are charging since we have waited patiently for four months. Maintaining our payments on time even without use of the vehicle.

  Business response

  06/16/2023

  Per business response, the customer owes $1866.04 for the repairs done to the car.  Husband signed the attached work order for the vehicle stating the difference owed would be paid by him.  The vehicle has been fixed and waiting for payment for three or four weeks.  Recently, ****** come to the shop and asked if they could take the vehicle and make payments of $100 a week.  This was denied.  The payments were supposed to be made as the vehicle was being fixed and none were made.  The vehicle will not be released until payment is made in full for the $1866.04.  

  Customer response

  06/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Only because it won't change what they are doing. 
  Regards,
  
  ****** *****

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Engine failed while driving. It was towed to this shop for an estimate. Was told that the entire engine would need replaced and it would be well over $6000 to fix. I asked for some time to think about that. I was told "no problem. Just leave it here and let us know". After much consideration, I decided to sell the car 'as is' to another business. When called to let them know that a tow truck would be coming to collect the car, I was told that I would have to pay around $500 for a 'storage fee'. #1-I was never informed that there would be a fee for my car to sit on the very edge of their parking lot. No mention whatsoever. #2-if I had known that there would be a fee, I could've had AAA tow it to my house for free and have it sit in my driveway #3- $500?!?!? That is completely unethical. At no time was I informed that there would be charges. I am shocked to say the least.

  Business response

  04/14/2022

  The customer was told the vehicle could stay here for a couple of days while the decision was made as to weather or not they were going to repair the vehicle.  After a couple of days they made the decision to do a voluntary REPO back to the car company.  At that point the vehicle sat here for almost 2 weeks before it was picked up by the tow truck.  We settled with the customer on $150 storage fee.  

  Customer response

  04/14/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16992069
  
  I am rejecting this response because: 
  
  Regards,
  
  The car was sold, did not go to repo. We were never told that it could only stay for a couple of days. We were never told of any fees whatsoever. Once we decided to sell the car instead of having it repaired, it was gone shortly after. We did pay a ridiculous fee of $150 in the end but it is poor business practice and not ethical that they tried to charge so much money and there was never, not once (several phone calls made), a discussion of a fee. I only want them to be more honest and up front in the future with other customers.

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